Lost my package last year and STILL no refund. I tried to send a package with them in September of 2020 that never arrived at its destination. I contacted several times and was told several times that things were moving slower due to COVID before they finally admitted they have no idea where my package is even though I sent it tracked. It's now April of 2021 and I'm just trying to get a refund for the package they lost but all I've been told for months is "We sincerely apologise for the lack of contact from our Claims department- I have emailed them this morning to request they contact you as soon as possible." While their customer service team is usually quick to respond, they clearly have no power to resolve the situation themselves and are essentially just middlemen.